JOB DESCRIPTION
Account Management - Team Head CIS AM5
Location: Bristol, Croydon, Zurich, Warsaw, Barcelona (Hybrid)
In this position, you'll be based in the Bristol, Croydon, Zurich, Warsaw, Barcelona office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
The Head of Account Management role operates within this division at a local level and owns the client relationships from an operational day to day perspective for the EMEA region and is responsible for management of local teams and ensuring operational delivery of share plans related events and processes.
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The Team head is also expected to work collaboratively across team and departments, supporting continuous improvement and project related activity related to the role and to ensure that the business is able to deliver to SLA satisfaction, minimize risk towards our clients and support the growth of the business within the region.
A role you will love
You will lead a team of Senior and Account Managers in one region to effectively build and maintain key relationships across a client portfolio and to lead and take operational ownership of client relationships, working with our stakeholders to build on these relationships and enhance the reputation of Computershare.
The role requires a person to own the day-to-day delivery of high-quality customer service and collaborates closely with internal and external stakeholders to meet deadlines and delivery levels.
Key Responsibilities:
- Line management of a Key Account or Account Management Team, Understandings of HR policies and personal people management.
- Liaising with Business Support unit on strategic or operational decisions.
- Liaising with Senior Management on the operational health of the client portfolio
- Form first level of escalation for client and internal stakeholders. Act immediately on client risks and ensure business key stakeholders and direct superior are aware of major client issues as well as client escalations. Initiate required mitigation steps and monitor progress accordingly.
- Liaise with Senior Client Management on strategic changes to clients, influence commercials based on operational impacts and provide MI to support the operational health of the clients.
- Responsible for mentoring and developing members of the Account Management
- Ensuring client requests are monitored and prioritised correctly by the team including monitoring service levels and client satisfaction, reporting on client status and checking quality and completeness of client requests before they are executed
- Overall SME for key clients, plans, product and process, in-depth technical understanding of the system processes
- Attend client meetings and/or calls when called upon to review service/project delivery status and event planning. Provide suggestions for operational improvements / efficiencies. Coordinate participation of other internal parties for these meetings according to needs.
- Actively identify opportunities for efficiencies, solutions and synergies within your and other client portfolio. Accountable for suggesting value added chargeable services (professional services)
- Provide support in analysing client plans and developing comprehensive solutions in close co-operation with the relevant internal and external stakeholders in order to set up the system configuration and underlying processes
- In collaboration with Client Management and Sales, define and decide consultative up/cross selling approach by understanding needs of client, type of plans, functionalities of platform etc.
- Participating in high profile sales pitches when called upon or provide resource from the team
What will you bring to the role?
- Degree Educated (Preferred)
- Leadership Experience
- Multilingual (Preferred)
- Excellent communication skills
- Tact and diplomacy when dealing with challenging clients, complaints or sensitive issues
- Excellent planning and organisational skills
- Possess strong negotiation skills as well as experience in dealing with commercial aspects related to clients.
- The ability to identify and apply best practice and thrive in a high-performance environment.
- You will have a direct impact on the delivery of our agreed service levels with our customers.
- Share Plans Certifications (Preferred)
Rewards designed for you
- Flexible work to help you find the best balance between work and lifestyle.
- Health and wellbeing rewards that can be tailored to support you and your family.
- Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
- Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
- And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
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ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.